Syracuse Franchise

14. Time-Warner Customer Service: Significant % of customers did not know there was a $9 per month service package 47% of focus group survey respondents did not know 40% of on-line survey respondents did not know Significant % of customers rated the picture and sound quality & the reliability of the cable system as Excellent or Good Of those subjects over which the City has authority, low customer satisfaction levels regarding: Ability to quickly contact and speak to a Time-Warner representative on the telephone Ability to respond to a service call within the promised time period

15. Very high percentages of focus group and on-line survey respondents indicated that is was either “Very Important” or “Important” to have local community cable channels (PEG) that feature programs about Syracuse residents, organizations, schools, government, events and issues. 98% of Focus Group survey respondents 83% of On-line survey respondents

16. Many Focus Group & On-Line survey participants indicated that: Their organization would be interested in having programs about their services and activities appear on a local access channel They (or people they know) would be interested in learning how to make a program to show on a local PEG access channel, using equipment available at the Community Media Center.

17. Focus Group and On-Line survey respondents indicated that they value local community channels and that the cable operator should set aside funding on a monthly basis to support the local PEG access channels and programming. On-line survey respondents indicated an average of $3.08 per subscriber per month should be set aside by the cable operator Focus group survey respondents indicated an average of $4.08 per subscriber per month should be set aside by the cable operator

18. The perceived value of local programming indicated by both the Focus Group and On-Line survey participants exceeded their perceived value of five commercial channels (ESPN, Time-Warner Cable Sports, Sci-Fi Channel, Fox News Channel and MTV) that were similarly tested.

19. Review of current Time Warner operated access channel (98) and PEG facilities found as follows: Time Warner employs two full-time and two part-time PEG staff, a small number for a city the size of Syracuse (TW access budget for 2009 was $196,049) Very little organized training classes (only 3 brief training classes offered in 2009) No outreach & promotional efforts to encourage use and awareness of PEG access resources and services Community Access 98 does not any presence on the Internet According to data provided by TW, only 27 individuals are currently certified to use its local production facilities

20. Time Warner staff typically described the current PEG access equipment as being in “Poor” or “Fair” condition Nearly all of the equipment items are over 10 years old and some are up to 20 years old Video recordings can only be made with outdated SVHS equipment, a format that has not been manufactured since 2007 Only one very outdated field production package to videotape outside of studio (as of November 2009) Only one antiquated video editing system

21. Since 2007: Time-Warner’s studio has been used an average of only 11 hours per month The editing system has been used an average of just 4.5 hours per month The field production unit has been used only once

22. The PCTV facility is located in a portion of an unappealing one-story building that lacks sufficient parking and overall facility space for PCTV producers and other participants

23. Focus group participants indicated that the following would make it easier to use cable, PEG access channels and a Community Media Center… 1. Improved cable company customer and community relations CSR’s that can help people with disabilities Affordable cable rates PEG channel content listed on Channel Guide & online More responsive CSR’s

24. 2. PEG Access Facilities & Equipment Remove responsibility of operating PEG access channels and facilities from Time-Warner Centrally located CMC Up-to-date video/media production equipment Replace PEG equipment when it “dies” 3. PEG Access Staff, Management, Assistance, Services, & Collaboration Funding to establish and operate a Community Media Center by a nonprofit entity established for that purpose PEG services that are responsive to Community Needs

25. 4. PEG Access Promotion & Outreach Better promotion of PEG access programs & resources More community producers to create programs PSAs about PEG access Website to promote PEG access opportunities and services 5. PEG Access Programming/Channels At least three PEG access channels PEG access channels located at lower numbers to make it easier for community member to find them Closed captioning on PEG access channels